"Thanks to the support of EMPAUA and their extensive knowledge, we could finish the implementation on time and on budget."

Martin Fichter, COO

"Thanks to the support of EMPAUA and their extensive knowledge, we could finish the implementation on time and on budget."

Martin Fichter, COO

"Thanks to the support of EMPAUA and their extensive knowledge, we could finish the implementation on time and on budget."

Martin Fichter, COO

Salesforce Cloud

Service Cloud

Industry

Fitness

Project Outcome

Decreased Opportunity to Order Time
Improved Customer Service

About Company

eGym is a Munich-based startup that offers cloud-connected gym equipment, bringing advanced technologies to an industry that’s not developed much in the last 20 years. With a Trainer App and Member App, eGym are tackling the user experience of gym machines, improving the users workouts, thus creating happier customers and more profitable gyms. Founded in 2011, the startup has attracted investment and has grown the eGym team to over 250 people.

Challenge

eGym was operating two separate systems for sales and for operations, including order management and customer support. Without a fully comprehensive customer overview and some duplicate data entries, eGym was experiencing some difficulties. Customer support routing to field technicians wasn’t optimised. With complex products, a more efficient routing system was needed to place the customer with the best field technician needed. Lastly, there was a lack of dispatching functionalities from the service tool.

Solution

EMPAUA stepped in, by extending the current sales implementation with a service solution that would accompany the customer from lead to order management to eGym machine installation to customer support and scheduled maintenance. This gave the sales team, back office and field technicians a 360 view of the customer. EMPAUA implemented Service Cloud allowing for routing of cases according to product line and language of the request, and for scheduling of on-site eGym hardware installation. New routing of cases was set up for repairs including dispatching.

Results

As a result of the Salesforce Service Cloud implementation, eGym has achieved a more holistic view of the customer and their journeys from lead to installation to maintenance. With all data in a single platform there are now less manual data entry steps.
Customer support: better quality data due to detailed issue labelling; better information flow and tracking of work order.

Salesforce Cloud

Service Cloud

Industry

Fitness

Project Outcome

Decreased Opportunity to Order Time
Improved Customer Service

"Thanks to the competent support of EMPAUA and their extensive knowledge of the service cloud we could finish the implementation of the service cloud on time and on budget."

Martin Fichter - COO

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